Position Overview

The Head of Customer Success is a strategic leadership role responsible for the overall success and satisfaction of our customers at Xapo Bank. This individual will lead the entire Customer Success department, including the Customer Success Team and technical support teams. The Head of Customer Success will be responsible for developing and executing strategies that drive customer retention and growth, while ensuring a seamless and positive customer experience. This role requires a blend of strategic thinking, people leadership, and operational discipline, with a strong focus on cross-functional collaboration with Relationship Managers, Sales, Product, and Marketing teams.

Join a fully distributed team of over 150 Xapiens working remotely from 30+ countries around the world. At Xapo Bank, diversity is at the heart of who we are. We're committed to creating a world that enjoys economic freedom and wealth protection, no matter where you live or who is running your country. We search globally for the best people for each role, work hard, think globally, and inspire each other to learn and grow. We are committed to changing the way things are done.

Key Responsibilities

Strategic Leadership & Planning:

Develop and execute a comprehensive customer success strategy that aligns with the company's overall business objectives
Translate business objectives into actionable CS strategies and success metrics, focusing on customer retention, satisfaction, and product adoption
Drive the strategic direction of the Customer Success department, ensuring it is positioned to support the company's growth trajectory
Establish clear KPIs and performance metrics to measure the effectiveness of customer success initiatives

Team Leadership & Development:

Directly manage and coach a team of Customer Success leaders, including the Customer Success Team Lead and regional leaders, providing guidance and performance feedback
Foster a culture of accountability, service excellence, and customer-centricity within the team
Implement and oversee training and development programs to ensure the team is equipped with the skills and knowledge to succeed in a fast-paced environment
Build and maintain high-performing teams through recruitment, mentoring, and career development opportunities

Operational & Regulatory Oversight:

Own and optimize the systems, processes, and operating environment that enable effective and scalable customer support
Ensure compliance with all relevant internal controls and regulatory standards including KYC (Know Your Customer), AML (Anti-Money Laundering), and data privacy regulations, in partnership with the Risk, Compliance, and Legal teams
Establish and maintain a Quality Assurance (QA) program to monitor and improve the performance of the Customer Success team
Manage customer success tools, CRM systems, and technology infrastructure to enhance team efficiency and customer experience

Customer Experience & Retention:

Oversee the development and execution of customer success programs that drive retention and reduce churn
Implement proactive customer engagement strategies and health monitoring to identify at-risk accounts
Lead efforts to improve customer satisfaction scores and Net Promoter Score (NPS)
Ensure seamless onboarding and ongoing support for customers, particularly in the fintech and banking sectors

Cross-Functional Collaboration:

Partner closely with Sales, Product, Marketing, and other departments to align on customer success initiatives
Communicate customer insights and feedback to inform product development and business strategy
Collaborate with Relationship Managers to ensure customer accounts are managed effectively and successfully

About Xapo Bank:

Although we are headquartered in Gibraltar, this is a full-time, 100% remote position. Work from anywhere! Xapo Bank is a forward-thinking fintech organization dedicated to providing economic freedom and wealth protection through innovative banking solutions. Our distributed workforce spans 30+ countries, and we value diverse perspectives and global collaboration.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.

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